Tired of waiting for support from the After-Sales team

Is this the way you treat your long term client??? . A few of my contract came to an end and I was ready to cancel and go prepaid. After the assistance of the cancellation staff, I was persuaded to continue with new contract that gave me a good saving. Included was a contract with a modem that has never worked. I reported this twice already and have waited in long queues to speak the after- sales staff, who never answer their phones and never return their calls.